Can we use Jira Service Management for enabling, tracking and managing Change Requests from Clients?

Question

Can we use Jira Service Management for enabling, tracking and managing Change Requests from Clients, in a Software Development environment?

Ashish Bijlwan_zogaqs · Answer

Hi @Ganesh Bandi

Yes, that is possible, you just need to make below changes on your Jira:

Global Settings

These apply to all Jira Service Management Projects.

As a Jira Admin...

* Go to Settings > Products
* Select Customer Access from the left-hand menu
* Change Portal access settings...* Allow customers to create accounts
* Customers can access and send requests from the portal without logging in

These settings allow new users to create their own customer accounts and/or send requests without a customer account. You could set the right option depending on your need.

Once the appropriate settings are saved...

Project Settings

In your JSM Project...

* Go to Project Settings > Customer Permissions
* Set Service project access to...* Anyone allowed on the customer access settings

A combination of the above settings will allow your non Jira users to raise requests from the Request Form.

For more information, check out this help page: https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Thank you,
Ashish

Ganesh Bandi_8azpg3 · Answer

@Ashish Bijlwan & everyone else;

Is there a way to create Forms which can be published to public, who can use the forms to raise requests without being our Jira user?

Ashish Bijlwan_zogaqs · Answer

Kindly refer https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/change-management